GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. However, adding new channels is not enough. Creating a self-service customer portal helps to avoid such situations.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. Try not to prolong interactions or resolution times by providing extra services.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

NICE inContact

JULY 24, 2019

Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. And companies are starting to invest in supporting these agent-assisted and self-service digital channels.

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

NICE inContact

OCTOBER 17, 2019

Customer service is no different. People want a wide variety of choices about how they interact with companies. Much has been written about the growth of self-service technologies, like mobile apps and chatbots. Customers still value the option of interacting with agents. But what options should businesses offer?

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

OCTOBER 9, 2019

In this webinar, you’ll learn how you can take advantage of the CXone open cloud platform and to expand your capabilities with bot-assisted interactions and conversational cross-platform automation. The post ‘What’s Next’ is Here Today: Integrating AI into CXone Solutions appeared first on NICE inContact Blog.

Self Service 136

Self Service Contact Center Customer Journeys Innovation 136

NICE inContact

JULY 5, 2019

1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options.

Chatbots 139

Chatbots Self Service Contact Center Social Media 139

SurveySparrow

JULY 27, 2023

In this blog, we will deal with the secrets of the online customer experience, why it is important, and the benefits of digital transformation. This knowledge allows them to tailor their offerings and interactions to provide a top-notch experience. Is that the question lingering in your mind right now? Don’t worry.

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. inContact conducted research on Omnichannel customer service experiences and results. Only 42% of respondents indicated that they were satisfied with their last service interaction.

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

NICE inContact

AUGUST 2, 2019

Most customers expect a self-service option on websites, and they want speed combined with personalization. The fact that live chat is a real-time engagement channel makes this possible. At the same time, agents using live chat can generate revenue by identifying proactive service-to-sales opportunities. 4) Powerful CRM.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. As self-service tools improve, customer adoption is rising. . Customers who simply demand faster and better support have become much more open to self-service options.

Self Service 52

Self Service Customer Engagement Trends Engagement 52

ShepHyken

NOVEMBER 29, 2019

This is leading to increased brand loyalty as customers experience repeated positive interactions with the brand. . Mobile apps bridge the gap between online and offline brand interactions and provide a vital window of opportunity by providing round the clock customer engagement. . Read Shep’s latest Forbes article: .

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

Forcivity Salesforce

APRIL 1, 2022

Today’s tech-savvy digitally nomadic customers want access to their financial services from wherever they are. Engaging customers through digital channels is no longer an option. Controlling the customer experience is all about controlling the interactions customers have with your brand throughout the customer lifecycle.

Financial 52

Financial Self Service Customer Experience Multi-Channel 52

SaleMove

JUNE 11, 2021

In an age where customers are accustomed to interacting through chat, voice, and video in their personal lives, shouldn’t they be able to do the same with the businesses they choose to purchase from? Businesses are not blind to the need to add more digital features to their service menus.

Self Service 52

Self Service Multi-Channel e-support Customers 52

Bold360

AUGUST 18, 2020

Self-service tools help drive digital-first CE. The survey shows steady growth in the adoption of self-service tools: 68% of respondents say “they have [self-service] options including FAQs, knowledge bases, and/or chatbots, based on text analysis and capable of agent escalation where appropriate.”.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

NICE inContact

OCTOBER 22, 2019

It is good practice for any contact center and IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service , to conduct regular reviews. First off, some customers simply do not like the channel. Time takes its toll on your IVR system , just like on everything else.

System 120

System Self Service Contact Center Customer Satisfaction 120

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. Both self-service and agent-assisted channels are being improved in the upcoming year, reflecting ongoing consumer demand for many options. Interested in learning more?

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Kustomer

JULY 18, 2022

The demand for automation and self-service options in customer service is significant. In this blog, we’ll dive into the features of a modern CRM that you may be missing out on and ways to measure the success of your chatbot. Features of a Modern CRM and Chatbots. All chatbots are not created equally. Social Listening.

Chatbots 98

Chatbots CRM Connections Multi-Channel 98

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. It’s added a great deal of complexities to the service process as well as to organizations’ relationships with their customers.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

OCTOBER 18, 2019

At NICE inContact, our focus is to help organizations of all sizes deliver those exceptional experiences no matter how their customers choose to interact with them – whether by chat, text, social media messaging, phone or myriad of other channels used around the world.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NICE inContact

OCTOBER 18, 2019

Further evaluated on key capabilities and multiple contact centre use cases for product and service robustness, NICE inContact (CXone) received the highest scores in 4 out of 5 use cases in 2019 Gartner’s Critical Capabilities for Contact Centre as a Service.

Contact Center 120

Contact Center Self Service Omni-Channel CRM 120

SurveySensum

SEPTEMBER 14, 2023

And that’s what we’re going to explore in this blog. 5) HelpStack Multi-Channel Support In-App Knowledge Base Customizable Widgets Contact their team Contact their team 3.9 (5) Effortless Integration Multi-Service Compatibility Real-Time Engagement Free trial available Starts at $29/month 4.3 (5) 5) Doorbell.io

Tools 52

Tools Feedback Multi-Channel Social Media 52

NICE inContact

MAY 8, 2019

Specifically, how do your customers feel about your customer service? How about the latest digital channels? Are you being realistic about whether your customer service really satisfies your customers? Organizations’ perceptions about how they execute service don’t always align with consumers’ actual experiences.

Self Service 136

Self Service Contact Center Chatbots Omni-Channel 136

NICE inContact

JUNE 20, 2019

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs.

Chatbots 175

Chatbots Contact Center Self Service Social Media 175

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. Now onto the best of 2015!

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

NICE inContact

JUNE 30, 2016

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. Much in the same way, in a multi-channel customer service landscape the tendency is to group and analyze all the like things together.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities. This can involve combining something the user knows (password), has (token), and is (biometric).

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

NICE inContact

AUGUST 2, 2019

Most customers expect a self-service option on websites, and they want speed combined with personalization. The fact that live chat is a real-time engagement channel makes this possible. At the same time, agents using live chat can generate revenue by identifying proactive service-to-sales opportunities. 4) Powerful CRM.

Technology 120

Technology Customer Service Omni-Channel Self Service 120

NICE inContact

JUNE 28, 2017

While continuing to innovate with new technology, companies still need to remain focused on the human factor–customer needs for convenience as well as access to customer service agents when needed. New technology can enhance both agent-assisted and self-service interactions.

Report 120

Report Customer Experience Self Service Trends 120

SurveySensum

SEPTEMBER 13, 2023

And in this blog, we will explore the top 10 manufacturing feedback tools that can redefine your interactions with clients. 5) Freshdesk Multi-Channel Support Ticketing System Automation Free trial available Starts at ₹999 /agent/month 4.4 (5) What are B2B manufacturing feedback tools? user/month 4.4 (5) user/month 4.4

B2B 52

B2B Tools Feedback Multi-Channel 52

Esteban Kolsky

AUGUST 28, 2018

I don’t write research notes anymore, but here is a blog post explaining the slide and the lessons learned behind it. One of the biggest ones the last three years has been the rise of self-service (again), and chatbots (also, again). Why are companies embracing self-service and chatbots for customer service?

Self Service 95

Self Service Customer Service Multi-Channel Chatbots 95

ProProfs Chat

DECEMBER 12, 2019

A help desk functions as a multi-dimensional resource aimed to reduce the downtime of a company’s services. Create a Self-Service Portal and a Service Catalog. Teach Your Help Desk Staff to Channelize Work. Create a Self-Service Portal and a Service Catalog. Gather the Right Metrics.

Self Service 95

Self Service Customer Service Representative Wait Times Multi-Channel 95

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. Earlier this year, HGS released a whitepaper on this year’s top 10 trends in customer service. Over the next few months, we’ll dedicate a blog to each of these CX game changers. In some complex cases, the best channel may be a phone call. Here we dissect CX Trend No.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self Service 136

Self Service Strategy Virtual Agent Chatbots 136

Wootric CX Blog

DECEMBER 8, 2019

Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. This ensured that the customer was always guided to the most effortless channel for their issue. Driving Customer-centric Employee Culture.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Esteban Kolsky

AUGUST 28, 2018

I don’t write research notes anymore, but here is a blog post explaining the slide and the lessons learned behind it. One of the biggest ones the last three years has been the rise of self-service (again), and chatbots (also, again). Why are companies embracing self-service and chatbots for customer service?

Self Service 60

Self Service Customer Service Multi-Channel Chatbots 60

VDS

MARCH 17, 2023

They serve as the primary means for organizations to interact with customers, resolve issues, and improve customer satisfaction. It allows organizations to manage customer interactions across multiple channels, including voice, email, chat, and social media.

Contact Center 52

Contact Center Self Service Policies System 52